Professional Documents
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PROJECT CHARTER
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Document Title: Authors:
Arizona State University OASIS Project Charter Max Davis-Johnson, Project Director Michael Dickson, SA Functional Director Katherine Ranes, SA Functional Director Tina Thorstenson, HCM Functional Director Sue Bishop, HCM Functional Director Todd McElroy, CedarCrestone Director Tasleema Director
Tarmeen
Lallmamode,
Technical
Revision History
DATE 03/07/2006 04/23/2006 04/26/2006 4/27/2006 6/20/2006 6/20/2006 6/21/2006 REVISION Draft Executive Summary Final Draft for Review Functional Council Approval Copy provided to ABOR Project Budget Added ABOR Review Adjustments HCM Updates BY Management Team Management Team Functional Council ABOR Management Team Management Team Management Team
PAGE(S)
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Table of Contents
Executive Summary.........................................................................................................1 Purpose ....................................................................................................................1 Vision........................................................................................................................1 Project Goals ............................................................................................................1 Scope .......................................................................................................................1 Timeline ...................................................................................................................2 Summary of Key Milestones......................................................................................2 Project Approach.......................................................................................................3 1.1 Problem Statement ................................................................................................5 Vision ...........................................................................................................................6 1.3 Mission ..................................................................................................................7 1.4 Project Goals .........................................................................................................7 1.5 Critical Success Factors ........................................................................................8 1.6 Assumptions.........................................................................................................10 2.0 Project Scope...........................................................................................................11 3.0 Project Facilities and Technical Environment ..........................................................12 3.1 Technical Environment.........................................................................................12 3.2 Project Facilities....................................................................................................12 4.0 Project Management and Control.............................................................................13 4.1 Project Plan Maintenance.....................................................................................13 4.1.1 Project Plan Availability..................................................................................13 4.2 Meeting Management...........................................................................................13 4.2.1 Project Meetings.............................................................................................13 4.3 Project Reporting .................................................................................................14 4.3.1 Weekly Status Reports ..................................................................................14 4.3.2 Monthly Status Reports..................................................................................14 4.4 Project Budget Management ...............................................................................14 4.4.1 Budget/Expense Approval .............................................................................15 Budget Status Reports and Review.........................................................................15 5.0 Project Structure ......................................................................................................16 5.1 Teams, Roles, and Responsibilities......................................................................17 5.2 Project Team Training Requirements...................................................................22 Arizona State University Last revised 04/24/2006 Page iii
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6.0 Project Processes....................................................................................................23 6.1 Standard Procedures............................................................................................23 6.1.1 Phase I: Project Planning and Preview..........................................................23 6.1.2 Phase 2: Analysis and Design........................................................................25 6.1.3 Phase 3: Configure and Development............................................................26 6.1.4 Phase 4: Testing and Training........................................................................30 6.1.5 Phase 5: Deploy and Optimize.......................................................................31 6.2 Issue and Risk Resolution and Change Control Processes..................................32 6.2.1 Capturing, Monitoring, and Communicating Issues........................................32 6.2.2 Escalating Issues ..........................................................................................32 6.3 Documentation Management................................................................................32 6.3.1 Naming Conventions......................................................................................35 6.3.2 Documentation Lifecycle................................................................................36 7.0 Communication Strategy .........................................................................................38 7.1 Communication Goal and Objectives....................................................................38 7.2 Approach to University-wide Communication........................................................38 7.2.1 Critical Communication Success Factors.......................................................38 7.3 Roles and Responsibilities....................................................................................39 7.3.1 Leadership Involvement.................................................................................39 7.3.2 Communication Team Roles and Responsibilities..........................................39 7.5 Communication Processes ..................................................................................39 7.5.1 Leveraging Communication Efforts................................................................39 8.0 Data Conversion Strategy........................................................................................40 8.1. Conversion Scope...............................................................................................40 8.1.1 What Data will be converted?.........................................................................40 8.1.2 When will the data be converted?..................................................................40 9.0 Testing Strategy ......................................................................................................41 9.1 Testing Processes................................................................................................41 9.1.1 Unit Testing....................................................................................................41 9.1.2 System Integration Testing.............................................................................41 9.1.3 Customization Testing....................................................................................41 9.1.4 Performance Testing......................................................................................41 9.1.5 Acceptance Testing........................................................................................42 9.2 Participants...........................................................................................................42 Arizona State University Last revised 04/24/2006 Page iv
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10.0 End User Assistance Strategy ...............................................................................43 10.1 End User Documentation Services ....................................................................44 10.1.1 Documentation Objectives............................................................................44 10.1.2 Documentation Approach.............................................................................44 10.1.3 End Users Documentation Needs................................................................44 10.1.4 Documentation Development.......................................................................44 10.1.5 Maintenance and Distribution.......................................................................45 10.2 Training Services ...............................................................................................46 10.2.1 Training Objectives.......................................................................................46 10.2.2 Training Approach........................................................................................46 10.2.3 Training Processes.......................................................................................47 10.3 Support Services ...............................................................................................49 10.3.1 Help Desk and Support Service Objectives..................................................49 10.3.2 Approach......................................................................................................49 11.0 Post-implementation Strategy................................................................................50
PROJECT CHARTER
EXECUTIVE SUMMARY
Purpose
The Project Charter provides the major goals and objectives, strategies, and standards for the OASIS (Online Administrative and Student Information System) project. This project will implement the PeopleSoft Student Administration (SA) and Human Capital Management (HCM) software at Arizona State University. The charter defines the following standards and operating procedures for the project:
Organizational structure Project team roles and responsibilities Project management tools and standards Issue resolution and decision approval processes Communication, documentation and training strategies
Vision
Improve service to students and employees, improve recruitment of students and employees, minimize costs, and begin to coordinate across universities to simplify student access to university resources. Install a modern infrastructure to respond to the needs of the New American University.
Project Goals
To consider this software implementation project a success, the Functional Council and Management Team have set the following goals: 1. Complete the project on time and within budget. 2. Position ASUs administrative applications to support significant growth and expansion. 3. Optimize the delivered capabilities of the software to adapt business processes, improve productivity, personalize service, enable self-service, and provide access to services. 4. Implement the most upgrade-compatible system feasible and minimize total cost of ownership. 5. Implement a reliable, secure, and scalable technical infrastructure.
Scope
The scope of the OASIS project includes the implementation of selected modules of PeopleSoft Student Administration and Human Capital Management. This also includes several pilot projects using Customer Relationship Management. A complete list of modules is included in Section 2.0 and is reflected in the project timeline below. OASIS will implement version 8.9 which includes significant self-service capabilities, flexible configuration settings and reporting capabilities, eliminating the need to implement customizations and shadow systems. Interfaces to third-party and ASU software that Arizona State University Last revised Page 1
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will have to share data with Student Administration and Human Capital Management will be identified and prioritized for implementation.
Timeline
The project was approved by the Arizona Board of Regents at their meeting on February 3, 2006. The functionality of the systems identified above will go into production in phases through 2007, as illustrated in the diagram below:
4/1/2006
10/1/2006 12/31/2006
10/2/2006 Fall 2007 Applications Converted Fall 2007 Admissions go-live/Transfer articulations 8/16/2007 Student Records Completed
3/15/2007 Student Financials Balances Converted 2/9/2007 ISIR's Loaded for Fall 2007 6/2/2007 Tuition Calculated Student Payments Posted
4/1/2007 1/1/2007
10/1/2007 12/31/2007
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MILESTONE Processed ISIRs Loaded Enrollment History Converted Holds Converted (Service Indicators) Ready for Live Student Pre-Registration Student Financials Balances Converted Financial Aid Awarded/Packaged Ready to Post Grades Calculate Tuition/Accept Payments
TARGET DATE February 2007 February 2007 March 2007 March 2007 March 2007 March 2007 May 2007 June 2007
Project Approach
NAU recently completed a successful migration from an SIS based on the current ASU system to PeopleSoft. In this project, ASU will implement a simple, minimally modified, vanilla implementation based on NAUs PeopleSoft based Student Administration and Human Capital Management System (SA/HCM). ASU will adapt to the new system through configuring the software and changing business processes. As the New American University grows, the new SA/HCM system will grow to respond to this growth and changing needs. This approach to implementing the PeopleSoft SA and HCM systems will leverage NAU PeopleSoft expertise in project planning, configuration, data conversion, and training. Future upgrades and modifications will be able to draw upon expertise at both NAU and ASU. The project will be fast-tracked with the project team empowered to make the decisions necessary to meet project goals. We will implement the PeopleSoft software with minimal customizations/modifications relying on the flexibility and configurability of the software along with re-engineering of business processes. To ensure that the project stays on track, this project will use proven methodology and processes, and best project practices. ASU will use a third party to act as an outside auditor to report to ABOR on project status. The independent party will do quarterly site visits and interviews with project staff to assess progress and status of the project. Key points adopted from the NAU approach are: Undertake a phased implementation of core modules Regents Vanilla approach is endorsed at ALL levels All levels of the project are empowered to make decisions quickly Functional Council evaluates and endorses new policy as needed Leverage NAU configuration and expertise Immerse users in prototyping and testing Engage functional users in all stages of the project Arizona State University Last revised Page 3
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Leverage existing data conversion Leverage existing training materials Use vendor hosting of applications to speed implementation, reduce costs and risks Best Practice 1 - Executive management endorses and supports the OASIS Project by providing adequate funding and prioritization. Best Practice 2 Executive Management will remain actively involved throughout the implementation. Best Practice 3 The OASIS Project implementation responsibilities should be shared between the University Technology Office and functional areas where the software is being implemented. This is a University Project. Best Practice 4 Executive management should be cognizant about the ASUs ability to adapt the organizational changes that occur when the new software is implemented. Best Practice 5 A project manager will be assigned full-time to the implementation. Best Practice 6 The project team composition will represent all functional areas where the software will be implemented. Best Practice 7 Project team members are full time on the project and normal job responsibilities should be reassigned to other employees for the project duration. Backfill budget will be provided for departments providing staff to the project. Best Practice 8 Project team members will receive training on how to work as a team on a project before implementation begins. Best Practice 9 Support when modules come live will be proactive. Support staff will be on site with key offices during go-live. The project team will hold hands with new SA & HCM users during go-live. Best Practice 10 A separate dedicated work environment specifically created for the project team is required. Both functional and technical project staff will be co-located. Best Practice 11 All employees who will implement and use OASIS will receive training. Best Practice 12 Executive management should help employees network with peers at other institutions undergoing similar implementation initiatives. Best Practice 13 It is often necessary for an institution to change its administrative processes to fit the software. ASU will adapt a philosophy of using the software out of the box or re-engineering a business process before changing the PeopleSoft software.
ASU will also follow The Sweet Sixteen - best practices for the OASIS Project:
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Best Practice 14 Outside consultants will be used to facilitate implementation efforts and perform knowledge transfer. ASU will retain ownership and control of the implementation process. Best Practice 15 Implementation information should be continuously communicated to the campus community. Multiple communication modalities will be used. Project team members will have regular meetings with their functional offices to report back and share what is happening in the project office. Best Practice 16 - Conversion of data from the old software system to the new and identifying and implementing reporting needs will begin early in the implementation process.
ASU is partnering with external consultants in a collaborative approach that will combine the external consultants implementation methodology and expertise in PeopleSoft with the knowledge and expertise of key technical and functional staff in ASUs current information systems and business processes.
Knowledge Transfer
Core teams at ASU will be paired with consultants, so that key technical and functional personnel from ASU will be learning the PeopleSoft system and operating procedures as they go. This knowledge transfer will be supplemented by formal PeopleSoft training, so that by the end of the project these ASU personnel can assume a lead role in training their co-workers and operating the system without the aid of consultants. Foundation The purpose of this section is to clearly identify ASUs vision and strategic direction that are driving this project, as well as the problems or obstacles the project will help solve. This section will answer these fundamental questions: Why are we doing this project? What effects do we want it to have on University operations and customer service?
1.1
Problem Statement
The current ASU Student Information System (SIS) was implemented in 1980. Over the last 20+ years, it has become a patchwork of logic changes and new services that still address office specific requirements. The old SIS, while it continues to Arizona State University Last revised Page 5
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serve the university, has reached the point of diminishing returns in terms of the personnel and capital investments required to maintain the system. In addition, the current system is structurally unable to address changes and new services required to meet current needs, and to keep pace with participation in the Arizona University Network (AZUN), or support the evolution of ASU as the New American University. The current SIS and HR/Payroll systems are built on COBOL, IDMS/DB2 and mainframe technology. The ability to support this technology is diminishing as this workforce is retiring and there is no new workforce with this skill set to replace them. Moving to a new system will not only update the technology (Oracle and open systems) but make a whole new generation of workforce tools available to ASU. Current limitations of the ASU SIS include limited capacity to implement seamless business processes required by the university, and outdated supporting technology. As a result, Colleges and functional areas are increasingly adding their own technical staff to build and maintain shadow auxiliary student systems to meet their needs, raising issues of consistency, liability, and inconsistent service to our students. ASU must plan the replacement of the current system immediately to be able to test and implement the new system while the current system still functions. Replacing the current SIS with a new vendor supported system would address these limitations and allow ASU to focus on the ASU brand and quality of service. The replacement would provide the flexibility to respond and adapt both technically and functionally to the future role and growth of the University. ASUs HR/Payroll System has similar deficiencies. Its older, inflexible technology has limited support for the Human Resources office and the services it offers the university community. For example, because the HR/Payroll System is actually a payroll processing system, it does not include a benefits module. As a result, ASU must work through the state benefits system, which results in inefficient benefits practices and slow responses to employee needs. In addition, the current system does not support the recruiting and hiring processes. The resulting inefficiencies dramatically increase time required for recruitment, and regularly results in the loss of top candidates to other employers.
Vision
Improve service to students and employees, improve recruitment of students and employees, minimize costs, and begin to coordinate across universities to simplify student access to university resources. Install a modern infrastructure to respond to the needs of the New American University.
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1.3
Mission
The mission of this Core Project Team, including ASU staff members and consultants, is to work collaboratively to implement the PeopleSoft system, within the time and budget prescribed, in such a way that it will (1) improve service to students and employees, (2) enrich the learning and working environment, and (3) provide the greatest long-term value to the institution.
1.4
Project Goals
To achieve our mission, we have defined specific project goals, and for each goal, we have included examples of concrete guidelines that will enable us to meet these goals.
1.4.2 Position ASUs administrative applications to support significant growth and expansion.
The following guidelines will help us to meet this goal: 1. Emphasize self-service. 2. Learn the capabilities of the new software. 3. Plan for non-credit and credit students, and non-credit and credit offerings when configuring the system. 4. Plan for multi-campus and virtual locations. 5. Plan for AZUN and other ABOR initiatives/organizations.
1.4.3 Optimize the delivered capabilities of the software to adapt business processes, improve productivity, personalize service, enable selfservice, and provide access to services.
The following guidelines will help us to meet this goal: 9. Use this project to examine business processes and practices and redesign them where needed within a Regents' Vanilla implementation, and conform to the best practices delivered out-of-the-box by PeopleSoft. 10. Provide appropriate PeopleSoft training for ASUs functional team leads, to familiarize them with PeopleSoft features and functions.
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11. Use proven methodology and tools for knowledge transfer and documentation of process decisions and designs. 12. Given a choice between modifying the delivered software to accommodate a current business process or redesigning the process to optimize the software, choose redesigning the process as long as all critical business needs can be met.
1.4.2. Implement the most upgrade-compatible system feasible and minimize total cost of ownership.
The following guidelines will help us to meet this goal. 1. Establish and modifications. follow precise approval criteria for all software
2. When software modifications are necessary, utilize a bolt-on approach and do not modify delivered software unless absolutely necessary. 3. Thoroughly document technical specifications for all modifications and interfaces. 4. Reduce the number of shadow or distributed systems that duplicate functions in PeopleSoft. 5. Provide adequate training to technical support staff on the tools and technologies needed to support the new system. 6. Use a mentoring approach with consultants to ensure maximum knowledge transfer to ASU personnel.
1.5
Critical success factors are conditions and resources that must be present and available for the project to be successful. Because these factors typically pertain to commitment of project resources, the Functional Council should be notified if a critical success factor is altered during the course of the project, so that it can take mitigating action. The critical success factors that have been identified for this project have been organized into separate, but interrelated, categories as listed below. 04/23/2006. Arizona State University Last revised Page 8
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Personnel
9. People are open to a new way of doing things, and there is a willingness and ability to change. 10. There are skilled people on the project who are good communicators, see the big picture, and think outside the box. 11. People are given permission to tell the truth and do so. 12. The most appropriate and knowledgeable people are assigned to the project. 13. There is a process for getting short-term temporary assistance to help offset the loss of key staff during this project. 14. Qualified subject matter experts are available to work with the Core Project Team in specific design sessions, as well as in testing and user training. 15. There will be representation by all campuses. 16. There is adequate functional and technical staff assigned to the project and they are afforded time to devote to the project. 17. Those in key roles have the necessary training and tools for the implementation. 18. A comprehensive training plan is in place. 19. A comprehensive communication plan is in place. 20. An appropriate number of consultants are available. 21. An appropriate amount of information from NAU is available.
Processes
22. The timeline is aggressive and requires prompt decision making. 23. The scope should be limited and decisions regarding scope should be prioritized. 24. Up to date information is provided. 25. The project participants listen to users in their respective service units. 26. All departments will cooperatively review current business processes with the intent of streamlining them to achieve best practices using the PeopleSoft software. 27. New processes will be thoroughly and accurately documented. 28. The current level of service is uninterrupted.
Technology
29. The necessary infrastructure is in place for conversion, development, training, testing, and prototyping. 30. PeopleSoft release upgrades will occur as scheduled with documentation and support. Arizona State University Last revised Page 9
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31. Legacy data to be converted is accessible, accurate and complete. 32. There is University awareness and acceptance that new development in the legacy systems will be restricted to mandatory functions only.
1.6
Assumptions
Assumptions are internally or externally imposed conditions that impact the project and are assumed to be unchangeable. Because assumptions set expectations regarding the ground rules for implementation, they should be communicated to all project participants as well as the broader University community. Some examples are given below:
The scope of software functionality, data conversion, and interfaces has been correctly defined. The academic calendar and fiscal calendar will be considered to determine when go-live dates are set within the project timeline and contractual schedules. PeopleSoft will introduce change for both end users and technical staff. Funding for the project will be available at the budgeted amount. ASU Core Project Team members will receive necessary PeopleSoft training. Both ASU and consulting Core Project Team members will be available to work on the project whenever needed. A project work environment, including the necessary hardware, software, network connections, office supplies, and meeting facilities will be available to Core Project Team members for the duration of the project.
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FACILITIES
AND
TECHNICAL
Technical Environment
PeopleSoft HRMS Suite Customer Relationship Management PeopleSoft Campus Solutions & Student Administration PeopleSoft Portals and EPM Modules UPK UPK Content
ASU will contract with CedarCrestone, Inc., to provide a hosted environment for the following applications:
The hosted environment will include the DEV, TST, and PROD instances of the following:
Application Servers Oracle Database Servers Web Servers
CedarCrestone will be responsible for (1) Monitoring servers (2) Monitoring performance (3) Installing PeopleSoft applications (4) Applying fixes and patches (5) Migrating customizations from test to production (6) Providing an environment and tools for 2-tier development (7) Providing disaster-recovery tools For a complete list of CCI and ASU responsibilities, please refer to the CedarCrestone MLA-SLA and CCI Client Manual documents.
3.2
Project Facilities
Arizona State University will make facilities and necessary equipment available for the core project teams and the service teams on the Tempe Campus. Specifically, a designated area will be provided in the Computing Commons building to house all functional and technical personnel. With appropriate advanced planning, facilities and equipment will also be available for hands-on training of end users.
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AND
CONTROL
The purpose of this section is to provide a general overview of the processes and tools to be used to ensure project performance is regularly measured so that variances are identified and, where appropriate, actions are taken to resolve the variances. The following best practices will be deployed throughout the ASU Implementation Project lifecycle to ensure that the project plan is effectively executed and controlled.
4.1
The Project Plans will be maintained using the Microsoft Project application. Separate plans will exist for Student Administration, Customer Relationship Management, and Human Resources. Each plan contains a comprehensive list of the required phases, tasks, and milestones for successful execution of the project. The plan identifies estimated begin and end dates for each phase, task, and milestone. As the project evolves, the plans will be updated to reflect percentage complete references for each task, phase, or milestone. The following control processes will be used to ensure that the Project Plans are regularly updated, monitored, and communicated.
4.2
Meeting Management
Types of Meetings:
IDP Sessions IDP (Interactive Design Prototype) sessions occur for each respective project module for the purpose of gathering functional requirements and designing business processes to optimize the capabilities of the system. The consultants supporting the functional leads are responsible for facilitating these meetings. Module Team Meetings - These meetings occur on an as needed basis to coordinate, validate or modify team activities. Common reasons for these meetings include; Arizona State University Last revised Page 13
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conversions, module scope, testing, training, modification reviews, etc. ASU functional leads or supporting consultants are responsible for facilitating these meetings. User Review Sessions These meetings occur on an as needed basis so that the proposed system users may review system deliverables and provide open, candid feedback about the performance of the deliverables. ASU functional leads or supporting consultants are responsible for facilitating these meetings. Project Status Meetings These meetings are held regularly and attended by the appropriate Core Project Team members. The purpose of these meetings is to discuss project status as it relates to schedule and performance for the project. Functional Council Meetings Regular meetings of the Functional Council will be scheduled on a monthly basis to review project status and issues. These meetings are attended by the ASU Functional Council members, Functional Directors and Technical Directors. The Functional Council will also meet as needed to address unresolved issues that require executive decisions.
4.3
Project Reporting
The principle vehicles for project reporting will be standard weekly and monthly status reports. These reports will be developed and submitted as described below. Once a status report has been reviewed and approved by the appropriate recipient (Project Directors or Functional Council), it will be posted to the Project Shared Drive and be available to all Core Project Team members.
ASU Functional Leads and the supporting consultants will submit joint status reports to the Project Directors by the end of each week. The ASU Functional leads will be responsible for posting the status reports to the Shared Drive using standard naming conventions described in Section 6.3. ASU Technical Leads and supporting consultants will submit joint status reports to the Project Directors by the end of the week.
4.4
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The 5 year Project Budget has been established including offsets in the final two years.
T AL SOFT OT WARE AND FINANC ING T AL HOST OT ING/ HARDWARE T AL FAC ILIT OT IES T AL BAC KFILL OT T AL ST OT AFF T RAVEL AND T RAINING T AL FUNC T OT IONAL ST AFFING T AL T HNIC AL ST OT EC AFFING T AL C ONSULT OT ING OFFSET S T AL OT F iscal '06 $911,763 $267,000 $300,000 $396,000 $368,000 $48,750 $144,788 $824,000 $0 $3,260,300 F iscal '07 $1,879,663 $794,900 $100,000 $892,667 $48,000 $311,253 $587,837 $3,182,000 $0 $7,796,320 F iscal '08 $1,879,663 $1,405,600 $0 $164,667 $8,000 $1,057,308 $605,472 $1,070,000 $0 $6,190,710 F iscal '09 $1,295,959 $1,517,000 $0 $0 $0 $1,252,873 $623,637 $0 ($536,250) $4,153,218 F iscal '10 5 Year T otal $712,255 $6,679,304 $1,437,000 $5,421,500 $0 $400,000 $0 $1,453,333 $0 $424,000 $1,290,459 $3,960,642 $642,346 $2,604,079 $0 $5,076,000 ($965,250) ($1,501,500) $3,116,810 $24,517,358
A project account XJ51014 has been established and all project expenses will be charged to this account. The account has been setup with suborgs that reflect the budget breakdown of Software, Hosting/Hardware, Facilities, Backfill, Travel and Training, Project Staffing, Consulting and Miscellaneous.
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Consultants
Todd McElroy (Functional Lead) Barry Brummund (Technical Lead)
Core Teams
Academic Structure Campus Community Student Records Admissions / Recruitment Student Financials Financial Aid Academic Advising / DARS Human Capital Management CRM Marketing/Online Marketing
Service Teams
Training/End User Assistance Functional Technician Development Conversion Workflow Security Data Warehouse & Reporting Communications
Consultants
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5.1
This section describes the various teams, their roles and their responsibilities. Each table below addresses a particular team. Additionally, a team roster with contact information for all consultants and ASU project team members will be maintained and updated throughout the project. It will be available to all team members in the Project Communication Center.
1. Resolve staffing and business issues/concerns . 2. Monitor project progress and consultants performance. 3. Make overall project decisions that ensure the project is completed on time and within budget constraints. 4. Coordinate all activities that involve entities external to the project team.
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5. Lead project management team. 6. Monitor milestone achievement and takes corrective action if warranted.
Functional Directors: The Functional Directors oversee project implementation and facilitate communication across core and service teams, with focus on business processes.
7. Manage issue resolution. 8. Manage scope, monitor milestone achievement and take corrective action if warranted 9. Regularly report progress of the project to the Management Team and the Functional Council. 10. Direct the training and end-user support efforts. 11. Facilitate prioritization of project activities. 12. Manage issue resolution. 13. Manage scope, monitor milestone achievement and take corrective action if warranted 14. Regularly report progress of the project to the Management Team and the Functional Council. 15. Direct technical training efforts. 16. Facilitate prioritization of project activities. 17. Respond to requests for technical enhancements in the PeopleSoft system from the Functional Directors. 18. Provide interfaces and interface support between PeopleSoft and other systems when requested by Functional Directors.
Technical Director: The Technical Director oversees project implementation and facilitates communication across core and service teams, with focus on technical requirements and processes.
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Functional Technician
25. Assist functional groups in IDP sessions 26. First group of technicians who respond to customizations including interfaces from functional groups 27. First group of technicians to implement customizations that are owned by functional groups without technical representation. 28. Assist functional techs with customization requests as necessary, 29. Implement interfaces from current ASU legacy systems to PeopleSoft systems as necessary. 30. Convert existing legacy data to the new PeopleSoft environment 31. Assist functional groups develop and implement workflow requirements. 32. 33. security 34. security 35. security Develop security strategy Develop functional requirements for Develop technical specifications for Configure application and database
Development
1. Extract, transform, and load data into reporting databases and warehouse 2. Develop and support data query and reporting needs using appropriate ASU toolsets. 1. Develop and execute plan for communication of project information to targeted audiences University-wide. 2. Develop and distribute articles about project benefits, status, training, etc. 3. Provide Quality Assurance review for communications to all audiences beyond the Core Project Team.
Communications
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Admissions / Recruitment: Kelley Brundage, ASU Kristi Zona, ASU Mark Myhre, CedarCrestone Financial Aid: Richard Cons, ASU Jeanette Phillips, CedarCrestone Student Financials Joanne Wamsley, ASU Tom Montgomery, CedarCrestone Student Records Janice Garcia, ASU Dorella Banks, CedarCrestone Human Capital Management Elaine Moore, ASU Shona Bodai, ASU Debbie Scott, ASU Ken Mehalko, ASU Clara Adams, ASU Joe Belarde, CedarCrestone Ken McKee, CedarCrestone Mike Williams, CedarCrestone CRM Reuben Minton, ASU Brenda Starck, ASU Teresa Mallott, CedarCrestone Subject Matter Experts (SME)s: ASU Functional experts who will share these responsibilities in their respective areas of expertise for each of the teams listed above.
41. Define required reports 42. Develop information for test scripts 43. Define security requirements 44. Recommend policy change 45. Define modifications/customizations 46. Complete testing 47. Maintain business process documentation 48. Work with Training Team to develop and deliver training curriculum to end users 49. Resolve or elevate issues 50. Define data cleanup requirements and process
51. Identify and map critical business processes 52. Explore software to understand capabilities 53. Formulate best practice processes and procedures 54. Assist in design of prototypes 55. Review prototypes with appropriate university members 56. Participate in testing 57. Assist with documentation and training 58. Serve on Business Process Teams as needed 59. Assist in resolving open Help Desk
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issues as needed
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5.2
The project directors along with consultants will work to determine team members training needs based on their project roles and project budget. Once these needs have been determined, the Technical Team will schedule training with Oracle University.
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Issue Resolution and Change Control Decision Making Modification Criteria Document Management
6.1
Standard Procedures
Propel 1. Project Planning and Preview 2. Analysis and Design 3. Configuration and Development 4. Testing and Training 5. Deploy and Optimize
This project will follow the standard procedures of CedarCrestones implementation methodology, which is organized around five phases:
Objectives
33. Jointly define and communicate the project vision, goals and objectives 34. Confirm project scope 35. Specify the project organization and roles and responsibilities of participants 36. Establish a timeline and resources necessary to guide the project to a successful completion 37. Identify project risks and formulate mitigating strategies to eliminate them 38. Develop a communication plan based upon constituency needs for project information
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Process
Project Chartering. We will conduct planning meetings with the appropriate group/individuals to complete the following tasks: formulate the project vision, goals and objectives; discuss and confirm the project scope, organizational structure and roles and responsibilities of participants; conduct a risk analysis; develop/confirm the decision making process; formulate the Training Plan for Core Project Team members and end users; and determine the appropriate strategies for modifications, interfaces and data conversion. Project Plan Development. Based upon the finalized Statement of Work and methodology, we will proceed to formulate an initial Project Plans for the SA, HCM and CRM modules. We utilize Microsoft Project to develop and maintain a detailed Project Plans that lists tasks in sequential order with corresponding start and finish dates, proposed staff, and projected duration for each task. Once the CedarCrestone Project Director has drafted the Plan, it is refined in collaboration with ASUs Project Directors and Functional Council. The CedarCrestone Project Director will be responsible for the systematic and timely collection of measurable, meaningful and accurate information to maintain the Plan. The Project Directors will regularly review the Project Plan with the Project Team and Functional Council and make a summary available for the Project Website.
Phase 1 Deliverables
The ASU Project Team and consultants will produce the following deliverables in this phase of the project: 1. Meeting Agendas 2. Project Statement of Work 3. High-level Project Plan 4. Project Charter 5. Standard Deliverable Templates
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Objectives
1. Design and develop prototypes of high priority processes 2. Develop strategies for testing and security 3. Refine the project plan 4. Accelerate system set-up
Processes
IDP Planning. During this initial IDP process, CedarCrestone functional leads work with ASU staff to select functionality topics, identify business processes, confirm participants for IDP sessions, schedule IDP sessions, and conduct an IDP orientation. The IDP process is intended to involve users immediately to draw upon their knowledge of the Universitys business functions. By bringing users in at the start of the project, we hope to achieve the following: (1) they will have ownership of the process, (2) they will have realistic expectations of the project scope, and (3) they will be more willing to invest in the outcomes. IDP Sessions. The IDP sessions will involve a wide range of the Universitys functional and information systems staff in focused sessions. In the IDP sessions, a functional lead will walk the users through a particular functionality of the software. During the sessions, the functional teams will map the softwares functions to the Universitys current or desired business processes. System support for these processes will then be compared to the delivered functionality of the product, and users will be walked through the actual processes on-line. This walk-through encourages active participation and input from team members regarding the components of the system and how they will be used. By using the delivered product as a template for discussion, differences or gaps between delivered functionality and anticipated utilization are clearly identified. At the conclusion of the process, users have a specific understanding of the extent to which the system will support their requirements and where changes to business processes can help optimize the software and improve productivity. If a software modification is considered absolutely necessary, a request and rationale for modification are submitted to the Project Management Team for review and approval. Arizona State University Last revised Page 25
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PROJECT CHARTER
IDP Outcomes. The IDP sessions enable the team to quickly uncover gaps in functionality and explore alternative solutions. The issues and their recommended solutions are documented using the IDP Session Minutes Template or IDP Workbooks, and minor changes to the system can be incorporated immediately. Other changes, such as those to business processes or program logic, are documented and addressed later in the implementation. The results of the IDP sessions enable the project team to develop a working prototype using ASU-specific business process models. The prototype will provide a working model that reflects ASUs unique rules, processes, and data. It can be used in management demonstrations, training development, and testing. Another outcome of the IDP phase is an expanded and more detailed Project Plan. This iterative approach to refined planning incorporates specific requirements and provides an increasingly more specific road map as the project enters the detailed development, implementation, and deployment phase. Specifically, the Project Plan includes the following information: 39. Specific work breakdowns structures (WBS) 40. Dependencies and other relationships among tasks 41. Estimated effort 42. Resource allocation of both internal and external project staff At the conclusion of this prototyping process, we will have the complete project template to accomplish modification, enhancement, conversion and implementation. This overall model will provide enough structure and discipline to drive the project forward while maintaining necessary control and accountability.
Phase 2 Deliverables
The ASU Project Team and CedarCrestone consultants will produce the following deliverables in this phase of the project: 43. IDP Sessions Minutes 44. Detailed conversion plan and definition of data conversion requirements 45. An overall logical flow of the system and interface points 46. Functional and technical modification requirements 47. Assessment of report requirements 48. Assessment of Interfaces with existing internal systems and third party vendor systems 49. Development of security templates and security requirements 50. Refined end-user training strategy
PROJECT CHARTER
project team members should be familiar with the software and well prepared to develop functional and technical specifications and business process guides.
Objectives
51. Develop Technical Plan to include modifications, interfaces, and conversion 52. Develop detailed functional and technical specifications 53. Configure the application 54. Map data from the legacy system to the new system 55. Document business processes 56. Develop and unit test modifications, interfaces, reports and conversion processes 57. Apply fixes, upgrades, and security
Process
The first step in this phase is development of a Technical Plan, which includes detailed functional and technical specifications for approved application modifications, custom reporting, interfaces and conversions. The Technical Plan outlines the assumptions, number of interfaces, timing, and technical considerations. The technical staff builds the necessary conversion programs, tests the conversion programs, and executes the conversion. Data Conversion Data conversion activities are often among the greatest challenges of an implementation project. Irregularities in legacy data must be rectified, or the results can have catastrophic impacts on business functionality and distort data exponentially with use. Therefore, one of the project deliverables for Phase 2, Analysis and Design, is a detailed conversion plan, which establishes the objectives and criteria for the conversion effort and identifies specific data and database sources to be converted based on these criteria. The key strategies driving the conversion plan are included in Section 8.1, Data Conversion Strategy. We organize the specific tasks associated with conversion according to the following major components: (1) conversion planning, (2) data analysis and mapping, (3) conversion programming, (4) data integrity checking and audit, (5) conversion execution and (6) post conversion clean up. CedarCrestone will provide a data mapping methodology and a facilitator who works with the functional users and appropriate technical staff. This data mapping activity results in information that assesses the integrity of the data, identifies policy issues, clarifies and formulates data definitions, and provides a basis for proceeding with the conversion in a logical manner.
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Customization Strategy As set forth in the Project Statement of Work, all software modifications, other than simple SQRs (query programs), must be approved by the Project Management Team. Approval of software modifications will be restricted to those modifications that meet one of the following criteria.
Mandatory Regulatory Requirement There is a Federal or State/ legal requirement or accreditation requirement imposed by an external agency that cannot be eliminated or changed. The requirement will be cited, subjected to careful review for alternative interpretations, and challenged if reasonable to do so. Business Requirement - There are policy compliance and reporting requirements mandated by the Universitys by-laws or the Chancellor. Productivity Enhancement - There is a substantiated, well-documented business case, i.e., cost benefit, for the modification based on real costs and savings. Mission Critical - without this capability, the institution will lose a competitive advantage or capability considered critical to its mission.
If a software modification is approved by the Project Management Team, we will follow the technical guidelines described in Table 9, below, in order to minimize the impact of the modification on future upgrades.
PeopleCode Programs
Several techniques may be used to prevent PS changes from impacting custom changes, including the following: Clone and Edit: we may clone existing PS objects and modify them for our use as needed. Sub-pages: when Clone and Edit may be cumbersome, we create links to new data on the existing pages. If a page is changed by PS, only the link must be restored. New Pages & Components: Sometimes it is a more viable option to use our own page or groups of pages to access data. PeopleCode is a scripting language that performs work for the user when certain actions are performed in the system. The
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DOMAIN
GUIDELINE PeopleSoft PS system contains over 30,000 of these programs. Some approaches using PeopleCode include the following: Make the change and accept the risk. Clone items and change clones: In some cases, it is possible to avoid changing PeopleSoft PeopleCode but still alter how a page behaves with this method. Approaches to modification of these items vary depending on what kind of item is in question. Examples of approaches are highlighted below: COBOL Programs: we seek to avoid any modification to COBOL programs. We would either build a new process using another tool, or recommend a pre or post processing program to be added before or after the delivered process to achieve desired results. SQR Programs: New SQR programs are often created to support custom reporting requirements. Existing SQR programs that must be changed are usually cloned. Sections of AE programs can have effective dates. If we need different functionality for an existing program, it is easy to create a copy of the existing section, update it, and save with a new effective date. New batch processes will be written using this tool.
IMPLICATIONS PeopleTools 8.0 added flexibility we can utilize to reduce upgrade risk in some cases. For certain small changes, the risk is minimal.
COBOL programs are the most difficult to maintain, and over time PeopleSoft is expected to phase them out. We seek to minimize modifications to SQR programs because it can be difficult to maintain these programs when PS makes changes.
Modifications to programs written with this tool represent the lowest risk.
Phase 3 Deliverables
The ASU Project Team and consultants will produce the following deliverables in this phase of the project: 58. Technical Plan 59. Detailed functional and technical specifications 60. Conversion maps 61. Tested and documented system components 62. Business Process Guides 63. Module Security Matrices
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PROJECT CHARTER
Objectives
1. Provide testing for the procedures necessary to successfully implement, support, and use the new system at the established levels of performance. 2. Develop Testing Plan to include objectives, types of testing required, and timing. 3. Develop test scripts. 4. Develop end user training materials and schedule. 5. Deliver end user training
Process
Our testing program begins with a Test Plan developed jointly by the ASU Project Team and consultants. The strategy that drives this plan is included in Section 9.2 of the Charter. The test plan explains what is to be tested and the criteria for evaluating the test results. All test results will be reviewed by the Core Project Team. The typical test plan encompasses both functional and technical users and includes unit testing, system integration testing, acceptance testing, system stress testing/performance and beta/parallel testing. If customizations are made, we also test the customizations. Any exposures revealed during the test will result in the creation of new tasks with deadlines. Required coding corrections are made and testing continues until all conditions are successfully tested. This testing is the final development activity for an individual component. A training plan will be developed jointly by the ASU Project Team and consultants. The strategy that drives this plan is included in Section 10.1 of the Charter. Business processes will be identified and target audiences identified. The type of training may vary from large classroom settings, web based or small group based training. Training materials will be crafted from Business Process Guides developed in the previous phase. Testing scenarios can be modified to create practice activities or homework. When a large number of users are to be trained on a set of processes, a train-thetrainers approach will be used to prepare the trainers. A separate training environment may be necessary to accommodate the numerous training sessions.
Phase 4 Deliverables
The ASU Core Project Team and consultants will produce the following deliverables in this phase of the project: 64. Test plan and objectives Arizona State University Last revised Page 30
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PROJECT CHARTER
65. Test scripts and results 66. Successful test approvals 67. End user training plan 68. End user training materials
Objectives
69. Prepare technical staff for system operation 70. Assist end users in learning to use new system and new business processes 71. Complete final preparations for go-live. 72. Complete cutover to production 73. Assess go-live results.
Process
Training coordinators, functional team leads, and functional consultants will develop training materials and carry out end user training. Project directors will develop a go-live checklist, including dependencies and estimated elapsed time, schedule go-live, confirm resources, roles and responsibilities, and assess readiness for go-live. With these preparations in place, the Core Project Team will execute the go-live processes, including conversion and migration of components. We will obtain go-live approval from the Functional Council. Finally, following implementation we will conduct a Post-Implementation Review. The results will be presented to the Functional Council.
Phase 5 Deliverables
The ASU Core Project Team and consultants will produce the following deliverables in this phase of the project: 74. Go-live checklist 75. Production system 76. Training materials 77. Post-Implementation Review
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6.2
As the project evolves, issues will surface and risk will be introduced to the project. To ensure that issues are managed so that risk is appropriately mitigated and a plan for resolution is completed within ten business days, the following processes will be deployed:
6.3
Documentation Management
To ensure that the project processes described in this section are being followed and that strategies, plans, issues, decisions, solutions, status, and results can be accurately recalled and communicated, we will follow the project documentation development and management standards described in this section. The project team has three primary locations to use for documentation and communication. The Project Website is intended for communicating project information to the greater ASU community. It will eventually link to a project support website that will include documentation, training opportunities, problem resolution methods and other material for users of the system. The Project Center is used for communications through the forums, issue tracking and file storage. Those files stored in the Project Center will be considered in near final form and can be used across teams for reference. The shared file system is available for all other documents and files used by project team members. Table 10 describes the types of information to be documented, the tools to be used, and the party responsible for the documentation. Templates for all tools listed in Column 1 of Table 3 are contained in the Shared Drive\Templates and Examples. Note that the guidelines provided here pertain primarily to project documentation.
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PROJECT CHARTER
and ground rules Project Management and Control Project Facilities Project Processes Issue Resolution Process Communication Plan Conversion Strategy Testing Strategy End User Assistance Strategy Project tasks, milestones, and percent completed, etc.
Shared Drive\Project Management Team\Project Plans Project Center for reference Shared Drive\Training & End User Support
Required and optional courses by role and team member, courses scheduled, and courses completed Who, What, When, How Often, and How to communicate project information to project team and University community Track status and resolution of project issues Document a specific issue that needs to be escalated for resolution
Training Coordinators Project Management team Project Directors, Consultants & Communications Coordinator Project Directors
Shared Drive\Overall Project Documents\Communica tions Communication Center > Issues Shared Drive\Application\Issues When complete Communications Center > Issues Shared Drive\Application\Status Rpts Shared Drive\Appropriate Module Folder Shared Drive\Appropriate Module Folder Shared Drive\ [Application]\ [Module]\IDPs
Communication Center > Issues database [Issue Name] Escalation and Response.doc
Team Leads
YYMMDD [Team Name] Status.doc YYMMDD [Meeting Title] Agenda.doc YYMMDD [Meeting Title] Minutes.doc IDP YYMMDD [Module Component] Session Agenda.doc IDP Workbook [Module
Team Leads
Agendas for project, team, or committee meetings Minutes for project, team, or committee meetings Special agenda for IDP session
Meeting facilitator
Meeting facilitator
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PROJECT CHARTER
Component] Topic Version YYMMDD IDP YYMMDD [Module Component] Session Minutes.doc IDP YYMMDD [Module Component] Assessment.doc ASU [Module Component] #### Mod Request.doc
session
appointee and CedarCrestone Functional Consultant ASU Functional Team Lead or appointee
[Module]\IDPs
Shared Drive\ [Application]\ [Module]\IDPs Shared Drive\ [Application]\ Modifications Shared Drive\ Modifications\Functional Specs Shared Drive\ Technical\ Modifications Shared Drive\ Modifications\Technical Specs
Draft Technical specification for software modification, report, interface, or data conversion programming Final Technical specifications Inventory of current reports and list of planned reports Specifications for custom report Approved Functional Report spec
Functional leads
Shared Drive\ [Application] [Module]\Reports Shared Drive\ [Application] [Module]\Reports Shared Drive\ Modifications\Functional Specs Shared Drive\ [Application] [Module]\IDPs Shared Drive\ [Application] [Module]\Business Process Guides Shared Drive\ [Application] Conversion Shared Drive\ [Application]\ Interfaces
[Module] Bus Process Log.doc [Module Component] BPG.doc [Module] [Conversion Table] Mapping.xls [System] [Title] Interface Mapping.xls
Log status of business process design Step-by-step guide for conducting key business processes using PS Template for mapping legacy data to PeopleSoft tables Template for mapping data from 3rd party software source to PeopleSoft tables. Should be included
Functional Lead
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PROJECT CHARTER
with a Mod/Report Request [Application] [Module] Security Roles .xls [Module] Test Script Log.doc [Module Component] [Business Process] Test Script.doc Template for defining access and restrictions by user role Log of test scripts ready for use Template for developing test scripts Functional Leads, SMEs and Security Technical Team Functional Leads Shared Drive\ [Application] \Security
Functional leads
[Application]: SA for Student Administration, CR for Customer Relationship Management, HR for Human Resources, FN for Financials. [Module]: Use the following abbreviations to represent the respective modules: Customer Relationship Management (CR) Modules: SL = Sales MA = Marketing Human Capital Management (HCM) Modules: AW = Administer Workforce BB = Base Benefits PM = Position Management PR = Payroll RW = Recruit Workforce Student Administration (SA) Modules: AA = Advising AD = Admissions AV = Advancement AS = Academic Structure Arizona State University Last revised Page 35
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PROJECT CHARTER
In file names, leave spaces between words. Do not use an Underscore character between words. Capitalize the first letter of all words, except articles and prepositions, in document titles and file names. For titles or file names that include dates, use this dating format: YYMMDD.
2. Work-in-progress documentation
3. Completed documentation
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PROJECT CHARTER
helpful during Upgrades and may customizations during Updates & Fixes.
be
helpful
when
reapplying
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7.1
The challenge of the communications team is to help ensure the success of the project during the project lifecycle by using traditional and new media techniques of information and knowledge distribution. The communications plan must be organized, consistent and nimble enough to be modified as new issues arrive. The goals are: 1. Target communications to administrators, staff, faculty, and students. 2. Target communications in order to build and maintain credibility, sponsorship, and ongoing support. 3. Utilize available communication channels and media to increase overall involvement. 4. Build a positive impression within the community. 5. Remain flexible and nimble to adapt as the Project evolves.
7.2
The Communication Coordinator for this project will be the University Technology Office Communications Coordinator and project team members selected by the Project Director. Together they will develop a Communication Plan that determines project milestones, message go-live dates and delivery using traditional and new media tools (ex: faxing media advisories or blogging [or both]). University-wide communication will depend heavily on the contributions of Functional Team Leads, Project Management and University leadership. The Communication Team will proactively recommend communication methods and activity to the Project Management Team and the Functional Council. Timeliness on approval turnaround for communications pieces will be critical to ensure quality and timeliness of delivery.
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PROJECT CHARTER
Communications efforts are validated by Functional Council and Project Management Team through usage, delivery and endorsement to the larger community of project participants and university community. Financial support and resources will be provided to design, develop, and deliver effective communication materials and events. Feedback is kept confidential communication effectiveness. Creativity is collaborated. Innovative use of new media technology is encouraged. and used constructively to improve
7.3
Contribution and participation to communication efforts and team meetings, communication events and required training sessions. Communicate the goals and benefits of the project within their spheres of influence.
Generate articles and updates regarding the project, for internal and external communications. Creation and distribution of project media press releases, media advisories, blogs, podcasts, wikis, and some web design developments. Planning and coordination of communication update meetings. Identify audiences and their information needs.
7.5
Communication Processes
Develop a plan that is dynamic, interactive and integrated with the overall project plan. Integrate communication initiatives with key project events. Develop a clear, expeditious approval process. Deliver messages in a style that underscores the new direction, behaviors and results of the project.
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8.1.
Conversion Scope
It is typical of most conversion projects to try to convert as much data into the new platform as possible. However, it can be counter-productive to convert data just because it exists. Some data may be better served by not being converted or by being transformed into another usable format. The scope of the data conversion effort is determined by applying the key strategies to three basic questions: What data will be converted? When will it be converted? And what tools or resources will be needed?
When the mapping of a specific conversion category should be complete When the extraction program for this category should be complete When testing of this conversion category should be complete When the data is needed in the production database When the converted data is required in production
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9.2 Participants
Representatives from across the University will be involved in the testing of the PeopleSoft system. This includes but is not limited to: 80. OASIS technical team members 81. OASIS core functional team members 82. Technical and functional consultants from implementation partners 83. Subject Matter Experts (SMEs) and other members of the campus community that have become engaged in the implementation
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PROJECT CHARTER
10.0
The purpose of this section is to present a strategy that encompasses the following end user support service components:
These components must be integrated through common objectives and oversight, and through integration of materials and resources. To achieve this, Help Desk coordinators will work with the Documentation and Training Team to develop an End User Assistance Plan.
Resources
A Documentation and Training Team will be established. This team will consist of the following members:
Functional Project Directors Training Coordinator Training Specialists Functional Leads Documenters (Subject Matter Experts from the functional teams with focus on developing documentation and training materials) Trainers (Subject Matter Experts from the functional teams with focus on delivering training)
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PROJECT CHARTER
10.1
10.1.1
10.1.2
Documentation Approach
Each functional team will be responsible for developing the end user documentation for its respective business processes. The Business Process Guide is the foundation for documentation and training materials. The Functional Team Leads will be responsible for identifying each business process that requires additional documentation for ongoing process support. Working with the Documentation and Training Team the functional team will adapt the information in the Business Process Guide for documentation materials. .
10.1.3
It is anticipated that documentation material will delivered primarily through electronic media and available through a project website. The following documentation materials are examples of those that will be available:
Training Manuals Business Process Guides Reference Guides Frequently Asked Questions Job Aids
10.1.4
Documentation Development
The Training Coordinator and Functional Project Directors will be responsible for planning and coordinating the document development and revision process. An outline of the steps is presented below. 88. The foundation of good documentation is the participation of those knowledgeable in the business processes within the IDP teams. Team members will leverage current documentation about current processes as well as their experience.
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PROJECT CHARTER
89. During IDP sessions workbooks provided by CedarCrestone will be modified and adapted to the scope of implementation and functionality needs at ASU. 90. IDP teams will summarize the results of their meetings into Business Process Guides, which will serve as the primary end user documentation. The Business Process Guides will follow a common format using the Business Process Guide Template. 91. The Business Process Guides will be used during testing. Further modification may be made based upon feedback from those involved in testing. 92. The Business Process Guides will subsequently provide the framework for End User Training materials.
10.1.5
End user documentation will be stored on the Project Website, enabling immediate updating and self-service access as needed. The Training Coordinator will monitor the revision and control process. Each Functional Team Lead will be responsible for assuring that documentation relevant to his/her area of responsibility is maintained and updated.
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PROJECT CHARTER
10.2
Training Services
Training Objectives
10.2.1
The goal for training is to provide opportunities for ASU staff to enhance their skills to improve customer service, streamline business processes, reduce operations costs, and increase our systems management capability. To meet these goals, the training team will be guided by these objectives: 93. Develop a process-based approach to ensure that all training is specific to the job tasks of our personnel. 94. Work with administrators to determine the training needs of the management and staff in their areas. 95. Apply a just-in-time schedule for training end users. 96. Provide training through technology where feasible to enable users to complete training with as much convenience as possible. 97. Develop a training curriculum using a variety of tools to match the need for initial training within the available project resources and provide the foundation for an ongoing training program.
10.2.2
Training Approach
The first step in defining the training approach is the development of a training plan for initial implementation. The Training Coordinator will be responsible for developing this plan which will include defining a training curriculum and a schedule for developing materials and delivering training. It is anticipated that the training curriculum will use a modular approach that is business-process oriented and use a variety of delivery methods. Example Delivery Methods: Face to face training using both training specialists and Subject Matter Experts as trainers. Web-based resources for self-paced training including documentation, process guides, training materials and web-based tutorials. Train the trainer offerings where core team members will train key users who will then be responsible for training others in their units.
The project team will use the ASU developed Business Process Guides and training materials and programs developed at other institutions. Resources available to support training efforts include the Training and Documentation team, a separate technical environment for training, training tools licensed from PeopleSoft, training classroom facilities and the project website, Materials developed for initial implementation will be available to meet ongoing training demands.
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PROJECT CHARTER
10.2.3
Training Processes
There are four processes essential to successfully implementing end user training: communication, enrollment, delivery, and assessment. We outline below activities to be conducted within these processes.
Communication Processes
Using project communication methods, the Training Coordinator and Functional Project Directors will be responsible for communicating the following information to end users regarding end user training:
Training requirements for staff and faculty Training plans explaining what training is required and recommended, based upon role Course availability, schedules, objectives, descriptions (including course length), and options Enrollment information,
Enrollment Processes
The Training Coordinator will manage the training enrollment process that entails the following activities:
Scheduling courses, instructors, and facilities Setting and enforcing course eligibility Registering learners and maintaining enrollment and completion records Correlating security profiles with training needs
Delivery Processes
Delivery of end user training will depend on the type of end user, the number of users who need to learn a specific process, and their location. The Training Coordinator and the Functional Project Directors will work closely with administrators to determine specific combinations of training units needed for ASU staff and faculty members. This information will be documented in the Training Plan. At a strategic level, for the purposes of this project charter, we group end users into four types and will address each group in the training plan. There are four major types of end users: Core functional users (primarily ASU staff and administrators) who process business transactions ASU faculty and instructors ASU faculty and staff who provide assistance to students and customers ASU self-service customers both employees and students
Assessment Processes
An assessment process will be developed to evaluate the following: Arizona State University Last revised Page 47
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PROJECT CHARTER
Prerequisite skill levels for course entry Competency levels for course equivalency Mastery levels for satisfactory course completion Quality and effectiveness of the training provided
Training Environment
Once an end user training plan has been developed, the training team will be responsible for setting up the training schedule and securing facilities and equipment for hands-on classroom training and open labs, including desktops with the necessary network connectivity, as well as projection and other presentation equipment. The Training Team working with the Security Team will design a PeopleSoft technical environment for training, including training databases with appropriate security.
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PROJECT CHARTER
10.3
Support Services
Included in this description of a support model which outlines a preliminary strategy, objectives and approach.
10.3.1
10.3.2
Approach
End user assistance for will be provided by a central support organization. The proposed model is based on both current practices at ASU and an effort to adopt best practices. This model utilizes centralized receiving and tracking of all problems, centralized response to basic or common problems, such as system access and basic system navigation, and referral to technical and functional specialists for more complex problems. If a problem cannot be resolved by ASU staff, an ASU technical specialist will open a case with the hosting vendor, CedarCrestone, or with PeopleSoft. The specifics of the support structure will by defined through the Help Desk plan.
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PROJECT CHARTER
11.0
POST-IMPLEMENTATION STRATEGY
The Post-implementation strategy must address two critical concerns: (1) The transition from familiar to unfamiliar terms, forms, user interfaces, and processes, and (2) the ongoing operation of the new system. Budget has been identified for system sustainability and staffing needs. The project management team will develop a Transition Plan by second quarter, 2007 which will address the following issues: New Roles and Responsibilities in Functional Areas New Roles and Responsibilities in University Technology Office Implementing desired PeopleSoft functionality not included in the OASIS Project Sustainability of the PeopleSoft system Upgrades
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